1© 2001, Cisco Systems, Inc. All rights reserved.© 2001, Cisco Systems, Inc. All rights reserved.© 2001, Cisco Systems, Inc. All rights reserved.

Cisco Customer Contact

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IP Communications System—OptimizesBusiness Communications

IPTelephony

IPTelephony

VoiceInfrastructure

VoiceInfrastructure

IPVideo/Audioconferencing

IPVideo/Audioconferencing

ContactCenter

ContactCenter

Unified Communications

Unified Communications

u Leverage CiscoArchitecture for Voice,Video and IntegratedData (AVVID): anenterprise wide, open,standards basedarchitecture

u Deliver cost effective,reliable systems thatscale with theorganizations needs

u Maximizeproductivityand enhancecustomerservice

u Leverage thedata networkinvestment

Cisco AVVID

IP Communications

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To enable superiorproductivity and loyalty forour customers throughworld-class IP ContactCenter Solutions

EmployeesEmployees

SuppliersSuppliers

CustomersCustomers

PartnersPartners

CCBU Mission

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Cisco’s Vision for Integrated Customer CommunicationsManagement

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CCBU Product Strategy

• Provide voice solutions that bridge TDM-to-IPnetwork evolution

• Drive multi-channel integration

Seamlessly integrate multiple interaction channels (phone,VoIP, Web, email) in “virtual” contact center solutions

• Drive an open software platform that enables“best of breed” ecosystem application anddeployment partners

• Reconstruct voice infrastructure components ina converged environment: ACDs, IVRs,intelligent networking technologies

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Open Ecosystem

AIT LimitedAIT LimitedBroadbaseBroadbase SW SWBroad Daylight Broad Daylight Call CTI Call CTI Center Point Sol.Center Point Sol. ChordiantChordiant SW SWCicero Tech. Cicero Tech. eLoyaltyeLoyalty E.E.piphany piphany GrahamGraham Tech. Tech. Kana Kana Neural Act SWNeural Act SWNew Channel New Channel OracleOraclePegasystems Pegasystems PeopleSoft PeopleSoft Point Info SystemsPoint Info SystemsSiebelSiebelSpider TechnologiesSpider TechnologiesYOUcentricYOUcentric

CRMCRM Voice/Data Voice/Data RecordersRecorders

WFMWFM IVRIVR

Apex Voice Apex Voice Aspect - Aspect - VoiceTekVoiceTekAumtech Aumtech EdifyEdifyEposEposFacetimeFacetime Com.Com.iBasisiBasisIBM IBM –– Direct Talk Direct Talk IntervoiceIntervoice--BriteBritePasscomPasscomPeriphonicsPeriphonicsSonexisSonexisSpanlink Spanlink SyntellectSyntellectTeleraTeleraTellMe TellMe NetworksNetworks TellnGo TellnGo VaretisVaretisVirtual Hold Tech.Virtual Hold Tech.VoxtronVoxtron

Comverse InfosysComverse InfosysDictaphoneDictaphoneEnvision TelephonyEnvision Telephonye-Talk e-Talk EyretelEyretelMercom Mercom SystemsSystemsNice SystemsNice SystemsThales Thales ContactContactSolutions Solutions Witness SystemsWitness Systems

Aspect - TCSAspect - TCSBlue PumpkinBlue PumpkinIEXIEXNewmetricsNewmetrics

OthersOthers

eGaineGain –– Chat Chat eshareeshare –– Dialer Dialerexonyexony –– Reporting/ Reporting/Interfacing Interfacing Crystal Voice Crystal Voice –– Realtime VoIPRealtime VoIPInova Inova –– MssgMssg. Board. BoardSYMON SYMON –– MssgMssg..BoardBoardIP Blue IP Blue –– Desktop Desktop TurretTurret

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CCBU Products and Solutions

• Cisco ICM & NAMProvides multi-media customer contact routing, queuing & reporting for

TDM & IP networks

• Cisco IP Contact Center (IPCC)Combines software ACD functionality with IP telephony in a unified

solution

• Cisco CTIDelivers business intelligence to the agent desktop and CRM applications

• Cisco E-Mail ManagerEnables integrated e-mail response management

• Cisco Collaboration ServerDelivers integrated Web collaboration & chat services

• Cisco Internet Service NodeWeb-based queuing platform for voice response services

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Intelligent Contact Management

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Cisco ICM Features

Agent Desktop Integration Network Pre and Post Routing

Scripting and Central Management Real Time and Historical Reporting

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The IP Contact Center

IntelligentContact

Management

IntegratedVoiceResponse

AgentDesktop

CallManager

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Scalable Software Solutions

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Cisco Advantages

• The vision and experience for Internet-poweringthe customer’s business

• The ability to execute on that vision with thestrongest integrated solutions and products

• The ability to evolve as the customer’s businessand networking capabilities converge

• Ecosystem partners to provide solutions forspecific business requirements

• Unparalleled commitment to customer service

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FidelityFidelity

British TelecomBritish Telecom

American ExpressAmerican ExpressAmerica OnlineAmerica Online

CompaqCompaq

First USAFirst USAProgressive InsuranceProgressive Insurance

First Union National BankFirst Union National Bank

Internal Revenue ServiceInternal Revenue Service

SprintSprint

JCPenneyJCPenney

Dell ComputerDell Computer

Capital OneCapital One

U.S. Postal ServiceU.S. Postal ServiceAllstateAllstate

Census BureauCensus Bureau

GEICO DirectGEICO Direct

Household Credit Services

Prudential InsurancePrudential Insurance

American AirlinesAmerican Airlines

Telecom New ZealandTelecom New Zealand

Delta AirlinesDelta Airlines

AetnaAetna

Marriott InternationalMarriott International

France TelecomFrance Telecom

Lands’ EndLands’ End

CiticorpCiticorp

AirtelAirtelAUCSAUCS

United Parcel ServiceUnited Parcel Service

Cable & WirelessCable & Wireless

USA GroupUSA Group

Continental Airlines

Federal Express

AT&T

IBM

StaplesMBNA

Energis

CIBC

Carlson Wagonlit Travel

Sears

British Airways

US Airways

GE Capital

GMAC

Pacific Gas & Electric

Rosenbluth International

State of California

Toshiba

Trailblazer Health Enterprises

Wachovia

Con Edison

Royal & SunAlliance

Representative CCBU Customers

1-800-FLOWERSAbbey National

Access HealthAccess HealthAegon USA

Air Tours

American Century

AmerixAmerix

Applied Card Systems

Atos Multimedia

Barclay CallBarclay Call

Bell CanadaBell Canada

British Gas

Call Interactive

CAIS InternetCAIS Internet

CendantCendantChaseChase

Cheap TicketsComputer Sciences Corp.

Convergys

Damark International

Deluxe CorporationDeluxe Corporation

Escape TransitionEscape Transition

Excel Communications

FingerhutFingerhut

First Allmerica FinancialFirst Allmerica Financial

First Direct Bank Fisher ScientificFisher Scientific

Franklin ResourcesFranklin Resources

Freemans

GatewayGateway

GTEGTE

JazzTelJazzTel

Metris

Montgomery Ward

National Westminster

Northwest Airlines

PHCSPHCS

Norwest Mortgage

Orange

Oriental Trading

Privilege InsurancePrivilege Insurance

Protection One

Providian FinancialProvidian Financial

QualiphoneQualiphone

Retevision

SDV

Spiegel

Starwood/ITT

Sun Life

Travelers

UUNet

USA Today

United Healthcare

Victoria’s Secret

Wells Fargo

West TeleservicesWest Teleservices

Whitbread

Worldnet

Worldspan

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Cisco is Committed:

• John Chambers

“We are totally committed to the customer contactbusiness and will invest for success”

• Investing for success

Strong Management team

Adding 50 new DE resources by end of 2002

Strong product roadmap

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